Free Access to Salesforce.CRT-261.v2023-02-21.q158 with Valid Practice Test (Page 11)

Question 46

How should a Consultant provide Suggested Article functionality to Lightning Service Console users?

A.Add the Knowledge tab to the Console app.
B.Add the Suggested Article widget to the Case page layout.
C.Create email templates with Knowledge Articles attached.
D.Add the Knowledge Component to the Service Console.

Question 47

Universal Containers email policy requires that all email traffic remain within its firewall. Currently, the company has 200 support agents handling email from five different time zones.
Which solution should a consultant recommend?

A.Email-to-Case
B.Salesforce for Outlook
C.On-Demand Email-to-Case
D.Web-to-Case

Question 48

A contact center manager wants to measure improvements to operations after the implementation of a new workforce management system.
Which two metrics can be used to assess the success of the new workforce management system? Choose 2 answers

A.Schedule adherence
B.Quality monitoring score
C.Agent utilization
D.Number of calls offered

Question 49

Which two capabilities of Lightning Knowledge ensure accurate content in Articles? Choose 2 answers

A.Data Category to assign an article record type to a Reviewer.
B.Approval Process that assigns an Article to a Reviewer Queue.
C.Validation Rules for article record types to verify all fields during creation.
D.Knowledge Action to Publish an Article once the Article is approved.

Question 50

In the telesales contact center, Universal Containers has three-step and five-step order process, contingent on the type of product solD. Which approach should be used to optimize the order process? Choose 2 answers

A.Use Visualforce to create a wizard for each process
B.Organize the fields on the page layout to match each process
C.Create a custom object for each step in the process
D.Use Visual Workflow to streamline the process

Question 46

Question 47

Question 48

Question 49

Question 50

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